Kettlewell Lettings / BG-Demo – Onboarding
Callcompleted
Kettlewell Lettings · 10 Apr 2024 13:15
Onboarding call on 10 Apr 2024 with Victoria Spence and Lily Harker. Contact, tenancy and permission mapping agreed. Read-only access reassured them. Lily is wary of fixing problems at weekends.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 10 Apr 2024 with Victoria Spence and Lily Harker. Contact, tenancy and permission mapping agreed. Read-only access reassured them. Lily is wary of fixing problems at weekends.
What happened: Callie Brennan checked the contacts and tenancy mapping, then agreed permissions. The owner field will define who owns a relationship, and pending tenancies map to a waiting state.
Customer view: Victoria was glad to hear that the refresh only reads and writes nothing back, as she had been worried about this. She asked whether the deposit scheme could be shown, because landlords ask every time.
Commercial: Victoria is the champion with full access and Lily keeps admin. The deposit scheme question is a possible early value point if the field is in the export.
Watch: Lily said she would not be the one to fix something at the weekend, so admin depth is thin. The call recorder keeps logging Lily out, and a changed password means updating connector credentials.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie to send the setup note by the end of the week.
- Callie to confirm whether the deposit field is in the export by the end of the week.
- Callie to book the training and show where connector credentials are updated.
Risks
As at Fri 9 Oct 2026- Lily is the only admin and says she will not fix weekend problems.
- Recorder password changes and session timeouts could break the connector if credentials are not updated.
Opportunities
As at Fri 9 Oct 2026- Showing the deposit scheme would answer a question landlords ask every time.
Transcript
Callie BrennanHiya, can you both see the screen? Right, I've got the plan for today up on the left. We're doing the mapping check first, then the permissions, and I'll leave ten minutes at the end for questions.
Victoria SpenceYes, I can see it. Sorry, I'm in the office with the door open, so if there's a bit of noise, that's why.
Lily HarkerHiya, I'm here. Ready when you are.- Callie BrennanBrilliant. Lily, did the call recorder access come through? I saw the invite go out.
- Lily HarkerIt did, yes, though I had to ask Victoria for the password twice. It keeps logging me out.
- Callie BrennanThat's a known thing with the recorder when the session times out, so I'll note it. It doesn't affect the data, it just means you need to log back in. Shall we look at the contacts mapping?
- Victoria SpenceGo on.
- Callie BrennanSo this is how the CRM contacts are coming through. The email field is mapping cleanly, the company field looks fine, but the job title is landing in a free text box. Is that what you'd expect?
- Lily HarkerProbably. Nobody's ever really filled that in properly. We use the owner field for who's dealing with the landlord.
- Callie BrennanRight, so the owner field is the one that matters for you. I'll change the mapping so that's what the platform uses for who owns a relationship. Victoria, does that sound right to you?
- Victoria SpenceYes, that's more useful. Lily's the one who knows who's who, so take her view on it.
- Lily HarkerHappy to. Honestly I'd rather have the owner field than a job title, nobody reads the job title anyway.
- Callie BrennanOkay, now the tenancies. The lettings system has a status field with a few values, and the one called pending isn't in the list I was given. Lily, do you know what pending means on your side?
- Lily HarkerIt's when the landlord has said yes but we haven't got the deposit in. We don't use it for much else.
- Callie BrennanThat's helpful, thank you. I'll map pending to a waiting state, so it doesn't look like a finished tenancy. Let me know if I've got that wrong.
- Victoria SpenceCan it also show where the deposit scheme is? Because that's what the landlords ask us every time.
- Callie BrennanIt might, if the field is in the export. I'll check with the source setup and let you know by the end of the week, rather than promise it now.
- Lily HarkerSorry, can I ask something else? When the refresh runs, does it overwrite the lettings system, or just read it?
- Callie BrennanIt only reads. Nothing gets written back to your systems, which is one of the things I always make sure people understand before we start. Your data stays where it is.
- Lily HarkerGood. Victoria was worried about that last time.
- Victoria SpenceI was, yes. I'm glad that's clear now.
- Callie BrennanRight, permissions. Victoria, you'll be the one who decides who can see what. My suggestion is that Lily keeps admin and you're the champion with full access to the questions and the answers. The lettings team gets read access to the tenancy pages.
- Victoria SpenceThat sounds sensible. Lily, you're happy with the admin side?
- Lily HarkerYes, though if something breaks at the weekend I'm not going to be the one who fixes it.
- Callie BrennanFair. That's exactly why I want a setup note with the steps written down, so you can run the basics without me. I'll send it by the end of the week.
- Victoria SpenceAny questions from me. What happens if the recorder changes its password again?
- Callie BrennanYou'd update the connector credentials in the admin area. I'll show you where it is in the training, so you're not hunting for it when you need it.
- Lily HarkerGreat. Thanks, Callie.
- Callie BrennanBrilliant. So next steps: I'll send the setup note, I'll confirm the deposit field, and we book the training. Speak soon, both.
- Victoria SpenceThanks, Callie. Bye.
- Lily HarkerBye, cheers.